Technical Support Engineer, Tier 1 Support

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Assist customers by addressing their most challenging technical inquiries.

• Offer technical support to clients via email, chat, and Zoom.

• Manage multiple simultaneous issues of varying severity, ensuring timely responses within established SLAs.

• Aim to expedite investigations and reduce support ticket resolution times through live Zoom interactions.

• Analyze logs to pinpoint errors/exceptions and determine their root causes.

• Serve as Incident Commander during service disruptions and keep the Status page updated.

• Stay informed about the latest platform features.

• Collaborate with internal teams to enhance processes that promote increased efficiency and improved customer experiences.

• Develop support knowledge base articles, training resources, or automated workflows for frequently encountered issues.

• Enable customers to realize the full value of our services through outstanding technical support.

• Convey customer requirements and offer product insights to product management and engineering teams.

• Engage in internal projects and initiatives.

• Working hours will align with US Eastern, UK/GMT, or APAC time zones:

• - 1st position: work hours 9:00 - 18:00 in the UK time zone.

• - 2nd position: work hours 9:00 - 18:00 in the US Eastern time zone.

⛳️ Requirements

• At least 2+ years of experience in a customer-facing technical position.

• Bachelor's degree in Computer Science or Engineering (or a related field).

• Analytical mindset for problem-solving and strong critical thinking skills.

• Proactive attitude and natural curiosity.

• Commitment to growth and continuous learning.

• Enthusiasm for AI, agentic AI, LLMs, and automation technologies.

• Exceptional verbal and written communication skills.

• Experience in a fast-paced work environment.

• Proficient in advanced English.

• **Technical Skills**

• In-depth knowledge of APIs (REST, GraphQL, gRPC).

• Strong understanding of cloud infrastructures (AWS / Azure / GCP).

• Familiarity with AI concepts (LLMs, embeddings, vector databases, prompt engineering).

• Solid understanding of authentication protocols (SAML, OAuth, etc.).

• Experience with databases and data integration principles.

• Proficient in JavaScript and CSS.

• Experience troubleshooting technical issues (Postman, HAR files, etc.).

• Preferred Qualifications:

• Experience with iPaaS or automation platforms.

• Certifications in relevant cloud technologies (e.g., AWS, Azure, GCP).

• Previous experience as a developer or software engineer.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional growth and development.

• Flexible working hours and remote work options.

• Comprehensive health and wellness benefits.

• Collaborative and innovative work environment.